Cherwell Service Management vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #26, while Atlassian is ranked #2 with an average rating of 8.1. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and Cherwell Service Management are key players in the IT service management domain. JIRA Service Management offers a competitive edge with seamless integration and ease of use, whereas Cherwell is ideal for feature-rich customization in complex IT environments.

Features: JIRA Service Management integrates smoothly with other Atlassian products, provides excellent agile project management features, and supports user-friendly dashboards. Cherwell, on the other hand, offers deep customization options, advanced workflow automation, and robust reporting tools tailored for complex configurations.

Room for Improvement: JIRA Service Management could enhance its scalability for very large enterprises, expand its out-of-the-box automation features, and improve its mobile app functionality. Cherwell might benefit from streamlining its user interface, improving performance speed, and simplifying complex configurations.

Ease of Deployment and Customer Service: JIRA Service Management allows for straightforward cloud-based deployment and extensive community support, making it easy for new users. Cherwell offers both on-premises and cloud deployment options, providing personalized customer support but often requiring a more hands-on setup process to cater to specific infrastructure needs.

Pricing and ROI: JIRA Service Management offers cost-effective pricing models, especially advantageous for small to medium-sized enterprises focused on agile practices, potentially leading to quicker ROI. Cherwell may involve higher initial costs but provides a scalable solution capable of delivering substantial long-term ROI due to its extensive features and customizability for complex IT operations.

To learn more, read our detailed Cherwell Service Management vs. JIRA Service Management Report (Updated: June 2026).

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

June 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We have seen increased productivity, because what used to take about two days to finish with laymen doing computer work, a bot can finish within a seven to eight hour time frame, meaning we are removing a lot of man-hours."

"In some of our use cases, people were spending more than three hours per day just generating reports, and then we created an automation for this and it reduced the time to 30 minutes."

"Automation Anywhere performs efficiently."

"The valuable features that I see for automation with enterprise RPA are IQ Bot and Bot Insights. If you do anything, Bot Insight will provide the dashboard. It starts from the developer with artificial intelligence and the dashboard, which will provide the visibility of business-level metrics as well as operational-level metrics. Those are the good things I see in automation."

"The best feature is the drag-and-drop command. Users with less coding knowledge can also automate their end-to-end processes very easily."

"AARI allows business users to trigger the bot, so I do not have to schedule everything. This convenience allows users to utilize it as they need. I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications. AARI is very convenient, and that is their biggest selling point."

"The Automation Copilot is helpful. It will automatically give you all the solutions your bot requires. It's like a dictionary."

"Business analytics provides real-time data that's something other competing companies lack. It uses statistics and graphs to show the performance of the bots which processes are lagging behind and if you need to give priority to certain tasks."

More Automation Anywhere pros

"The dashboard is very useful to get a quick overview of current tasks."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"All our activities are carried out in the one place."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The most valuable features are problem management and change management."

More Cherwell Service Management pros

"I think one of the most valuable things is that it's all integrated, because between the Wiki and the product itself, whenever someone is typing in an error, it automatically pops up a solution."

"Based on my experience, you should go for the full Atlassian ecosystem if you are looking for IT service management and workflow management for your businesses."

"The visibility features are great."

"The dashboards in Jira have been the most useful feature."

"The customer portal allows users to register tickets themselves."

"Its integration is most valuable. It is pretty open for integration."

"Atlassian Customer service is some of the best I have experienced."

"It is one of the best tools in the market right now."

More JIRA Service Management pros

Cons

"I would like to see a global error handler introduced, which will explicitly handle errors over the entire project."

"Having some more pre-mapping and pre-setup analysis of what you're going to be doing with it would be helpful."

"Automation Anywhere can be improved with better documentation."

"In the next release of this solution, I would like to see a plug-and-play tool for NLP programming."

"Automation Anywhere's current requirement for upfront annual payments limits flexibility for customers."

"Technical support needs to be much faster. I also had the project delivery. I had six clients whom I looked after. Whenever we got stuck, it was all about sprinting. There was a two or three week sprint. Within that, if you just wait for two to three days, it doesn't make sense. The support needs to implode, because I was just talking to a customer now who came directly and asked us, "Can you give us a dedicated support team?" It's feedback from our customer that support takes too long."

"It should have more commands, which should remove the dependency on MetaBots or other scripts so that everything is available in the tool itself."

"We have a third bot which takes longer being automated than it did with the human process."

More Automation Anywhere cons

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"Agile delivery should be supported."

"Access is only available if we're on VPN."

"The stability, specifically in the on-premises deployment model, could be improved."

"The support from the actual manufacturer is poor."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The solution could be more user-friendly."

More Cherwell Service Management cons

"They need to work on the speed of Jira."

"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."

"Service Management currently lacks an asset management module that can make deployment more difficult."

"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."

"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."

"The product does not allow customization of reports."

"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."

"Jira has different modules that can develop workflow for demand management and project management, but the solution is no out of the box and would require lots of customization."

More JIRA Service Management cons

Pricing and Cost Advice

"The price for Automation Anywhere is reasonable."

"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."

"The certifications are free of cost."

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."

"The Community Edition is a good offering from the company."

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."

"Automation Anywhere is competitive... Pega is somewhat comparable, but Pega also requires a lot more infrastructure and a lot more experience to get up and running."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"I price of JIRA Service Management is reasonable."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"We need a license because we have a higher number than the free part."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

12%

Construction Company

11%

Outsourcing Company

Construction Company

11%

Manufacturing Company

Computer Software Company

Healthcare Company

Financial Services Firm

15%

Manufacturing Company

Educational Organization

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	159
Midsize Enterprise	81
Large Enterprise	553

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Ask a question

Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Cherwell Service Management

Compared 16% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 13% of the time

Freshservice vs Cherwell Service Management

Compared 8% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

TOPdesk vs Cherwell Service Management

Compared 3% of the time

More Cherwell Service Management Competitors

ServiceNow vs JIRA Service Management

Compared 12% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

July 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download Cherwell Service Management product report

Buyer's Guide

JIRA Service Management

July 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

June 2026

Free Report: Cherwell Service Management vs. JIRA Service Management

Find out what your peers are saying about Cherwell Service Management vs. JIRA Service Management and other solutions. Updated: June 2026.

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